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Give Your
Customers
What They
Want
A simple, effortless experience
A simple, effortless experience
“To keep your customers, keep it
simple”
- Harvard Business Review, May 2012
A simple, effortless experience
“To keep your customers, keep it
simple”
- Harvard Business Review, May 2012
“Simplicity i...
A simple, effortless experience
“To keep your customers, keep it
simple”
- Harvard Business Review, May 2012
“Customer Exp...
The cost of a bad CX
“Studies show that 82% of people have stopped doing
business with a company due to a bad experience. ...
Modern life is complicated.
The customer experience
shouldn’t be.
ANTHRO
COMMUNICATIONS
helps clients
FIND AND FIX
PROBLEMS in the
customer journey.
Together, we
create
SIMPLIFIED
customer
experiences.
Like these
Meet Jennifer.
She is a marketing executive at an
SaaS company. Jennifer is passionate
about customer success and actively...
Constant change, competing
priorities, and a large organization
make it difficult for Jennifer to
proactively find custome...
Then, Jennifer
discovered Anthro
Communications.
She hires Anthro to simulate the
Customer Journey on a regular basis,
act...
CX Gap
The user-friendly training module
is difficult for users to find. There
is no link or mention of it in the
new subs...
Quick win
Within minutes of scanning the Anthro report
highlights, Jennifer has her team add a link to the
training module...
Set up for success.
New customers can now enjoy
immediate access to a quick start
guide, a library of videos, and
communit...
Removing frustrations
Meet David.
He is the new VP of Product
Management for a global consumer
goods manufacturer.
David wants to support sales ...
Customers are complaining they
can’t assemble products and end up
returning them. Negative reviews
reflect this.
Then, David teamed with
Anthro Communications
to solve the problem.
Anthro recreated the customer
experience and mapped th...
Anthro finds assembly instructions were
missing a key step, components weren’t
labeled and the font is small. There are
no...
Communication as a
Priority
Anthro created a customer journey map of their experience and a list
of recommendations to sim...
Simplicity and clarity,
part of the brand
experience.
Instructions are now simplified and
easy to follow. A short video ca...
Keeping it simple
Meet Andrea.
She is in a newly created position
at a healthcare company.
Andrea’s organization wants to
become patient-cen...
Before meeting with
project stakeholders, Andrea
wants a customer POV of the
e-experience.
Andrea contacts
Anthro for quick
insight.
She orders a detailed, customer-centric
narrative.
Time-consuming and
disjointed
From the Customer POV, Andrea learns the home page of the
website is a gateway to four separ...
Empathy
As part of the narrative, Anthro
Communications provides Andrea with
recommendations and a detailed map of the
cus...
Patient Centric Design
Andrea and the e-transformation team
begin working on a seamless web
interface.
Future patients wil...
It’s no surprise companies have a business imperative
to simplify their Customer Experience.
“Customer Experience Leaders
...
“CX LEADERS GROW
REVENUE 3X FASTER
THAN CX LAGGARDS.
SUPERIOR CX
drives customer loyalty
and purchase intent.
Companies wi...
What people are saying about Anthro
“did an outstanding job for
us. Always professional and
positive...we were able to
mov...
Ready to learn how Anthro can
help your organization?
Call today at 619.798.6130 or email
christine@anthrocommunications.c...
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Simplicity.

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Modern life is complicated. The customer experience shouldn't be. Anthro Communications helps clients find and fix problems in the customer journey. Together, we create simplified experiences.

Published in: Business
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Simplicity.

  1. 1. Give Your Customers What They Want
  2. 2. A simple, effortless experience
  3. 3. A simple, effortless experience “To keep your customers, keep it simple” - Harvard Business Review, May 2012
  4. 4. A simple, effortless experience “To keep your customers, keep it simple” - Harvard Business Review, May 2012 “Simplicity is everything” - Forbes, April 2016
  5. 5. A simple, effortless experience “To keep your customers, keep it simple” - Harvard Business Review, May 2012 “Customer Experience Demands Simplicity and Cultural Change” - Forrester, March 2014 “Simplicity is everything” - Forbes, April 2016
  6. 6. The cost of a bad CX “Studies show that 82% of people have stopped doing business with a company due to a bad experience. And 95% have taken some action as a result of the bad experience, including the 80% of unhappy customers who tell others about their experience.” Source: Forbes.com
  7. 7. Modern life is complicated. The customer experience shouldn’t be.
  8. 8. ANTHRO COMMUNICATIONS helps clients FIND AND FIX PROBLEMS in the customer journey.
  9. 9. Together, we create SIMPLIFIED customer experiences.
  10. 10. Like these
  11. 11. Meet Jennifer. She is a marketing executive at an SaaS company. Jennifer is passionate about customer success and actively tracks the voice of the customer. She’s motivated to find and fix issues before they become problems for customers. Story for illustration purposes only
  12. 12. Constant change, competing priorities, and a large organization make it difficult for Jennifer to proactively find customer problems.
  13. 13. Then, Jennifer discovered Anthro Communications. She hires Anthro to simulate the Customer Journey on a regular basis, acting as real customers. Jennifer gains rapid insight to what customers are actually experiencing and can quickly make changes when gaps or issues arise.
  14. 14. CX Gap The user-friendly training module is difficult for users to find. There is no link or mention of it in the new subscriber email.
  15. 15. Quick win Within minutes of scanning the Anthro report highlights, Jennifer has her team add a link to the training module in the new subscriber email. The team follows up with an email to existing subscribers announcing the new training module.
  16. 16. Set up for success. New customers can now enjoy immediate access to a quick start guide, a library of videos, and community tools enabling them to use the software whenever and wherever.
  17. 17. Removing frustrations
  18. 18. Meet David. He is the new VP of Product Management for a global consumer goods manufacturer. David wants to support sales and marketing by helping improve online reviews and grow revenue by reducing product returns. Story for illustration purposes only
  19. 19. Customers are complaining they can’t assemble products and end up returning them. Negative reviews reflect this.
  20. 20. Then, David teamed with Anthro Communications to solve the problem. Anthro recreated the customer experience and mapped the online and retail customer journey they encountered.
  21. 21. Anthro finds assembly instructions were missing a key step, components weren’t labeled and the font is small. There are no online resources to support the customer pre or post-sale.
  22. 22. Communication as a Priority Anthro created a customer journey map of their experience and a list of recommendations to simplify and improve the CX. David gained concrete details and actionable items to discuss with his team.
  23. 23. Simplicity and clarity, part of the brand experience. Instructions are now simplified and easy to follow. A short video can be watched as part of the purchasing decision or during assembly allowing customers of various languages to quickly assemble and enjoy the product.
  24. 24. Keeping it simple
  25. 25. Meet Andrea. She is in a newly created position at a healthcare company. Andrea’s organization wants to become patient-centric. She is leading the transition and her first challenge is to improve the e-experience. Story for illustration purposes only
  26. 26. Before meeting with project stakeholders, Andrea wants a customer POV of the e-experience.
  27. 27. Andrea contacts Anthro for quick insight. She orders a detailed, customer-centric narrative.
  28. 28. Time-consuming and disjointed From the Customer POV, Andrea learns the home page of the website is a gateway to four separate sites, each with their own logins and without cross-platform access or support. Technical support when called is unaware of the separate sites. The experience is confusing and frustrating for the patient.
  29. 29. Empathy As part of the narrative, Anthro Communications provides Andrea with recommendations and a detailed map of the customer journey. She gains an empathetic understanding of the patient perspective and is prepared to meet with the project team.
  30. 30. Patient Centric Design Andrea and the e-transformation team begin working on a seamless web interface. Future patients will access appointments, message health care providers, and research medical plan options on one site.
  31. 31. It’s no surprise companies have a business imperative to simplify their Customer Experience. “Customer Experience Leaders outperformed the market by 35 points while laggards trailed far behind, posting a return that was 45 points lower than the market (2007-2014)” Source: Watermark Consulting
  32. 32. “CX LEADERS GROW REVENUE 3X FASTER THAN CX LAGGARDS. SUPERIOR CX drives customer loyalty and purchase intent. Companies with a superior CX can charge more for their products. “ Source: Harley Manning's Blog, Forrester
  33. 33. What people are saying about Anthro “did an outstanding job for us. Always professional and positive...we were able to move forward quickly and add real value to the sales process.” Sr. VP of Sales “immediately grasped the full scope of the situation and defined steps to address our needs. ….communication, follow through and excellence in work is among the best I’ve encountered.” Marketing Executive “uncanny ability to pick up the true crux of any problematic situation and distill it into workable components that can be conquered.” Sr. Systems Engineer Quotes for Christine Thompson’s work. www.linkedin.com/in/christinethompsonsd
  34. 34. Ready to learn how Anthro can help your organization? Call today at 619.798.6130 or email christine@anthrocommunications.com

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